Strategic Customer Success Manager

Strategic Customer Success Manager

Salary: £60,000–£70,000 + 10–20% performance-related bonus

Location: Remote, UK

MFK Recruitment is proud to be working with a well-established global software company to recruit a Strategic Customer Success Manager.

Our client provides an AI-powered, code-free testing platform that helps organisations test critical ERP and business applications, reduce risk and deliver business change more effectively.

We know this business extremely well. Over the past six years, MFK Recruitment has placed 16 people with the company, and 10 are still working there today.

The Strategic Customer Success Manager will take ownership of a portfolio of strategic, growth and high-potential customers. You will build strong relationships with senior, operational and technical stakeholders, ensuring customers achieve measurable value from their investment.

This is a commercially focused Customer Success position covering customer adoption, retention, renewals and account growth.

Key responsibilities

• Build trusted relationships with executive, operational and technical stakeholders
• Understand customers’ business objectives, priorities and measures of success
• Create and deliver strategic customer success plans
• Lead executive business reviews focused on outcomes, adoption, ROI and future priorities
• Drive product adoption and identify barriers affecting customer engagement
• Develop relationships across multiple areas of each customer organisation
• Monitor customer health, engagement, adoption and value realisation
• Identify potential risks and create mitigation plans well ahead of renewals
• Maintain accurate renewal forecasts
• Identify and develop expansion opportunities within existing accounts
• Build compelling commercial proposals linked to customer priorities
• Work closely with Sales, Product, Support and Professional Services
• Represent the voice of the customer across the business
• Identify opportunities for customer references, case studies and advocacy

What we are looking for

• At least five years’ experience in Customer Success, Strategic Account Management or Enterprise Account Management
• Experience managing complex enterprise or global customer relationships
• A strong record of customer retention and successful renewals
• Experience identifying and developing recurring revenue growth opportunities
• Strong commercial, negotiation and stakeholder-management skills
• Experience within a B2B SaaS, software or subscription-based company
• Confidence communicating with senior executives, operational leaders and technical stakeholders
• Strong analytical skills and the ability to use customer data effectively
• Excellent written, verbal and presentation skills
• The ability to manage multiple priorities while working remotely

Experience within enterprise software, ERP, software testing or other business-critical applications would be advantageous.

Package and working arrangements

• £60,000–£70,000 basic salary
• 10–20% performance-related bonus, depending on experience
• Remote working
• Private healthcare
• Pension
• Life assurance
• 25 days’ annual leave
• Your birthday off

The successful candidate will need reasonable access to the South of England for quarterly company and team meetings. Some flexibility will also be required when supporting customers across international time zones.